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Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.
This book explains the best practices by which health care facilities have achieved extraordinary levels of customer satisfaction as well as ultra-high levels of patient and physician retention, price/cost control, service quality, market share growth, and relationship building. It will also include "18 Commandments of Customer Satisfaction" and "9 Eternal Truths of Customer Relations."
|Figures, Tables, and Exhibits|
|About the Authors|
|Ch. 1||Extraordinary Customer Satisfaction: The Facts and the Promise||1|
|Ch. 2||Eighteen Commandments for Well-Managed Customer Satisfaction Programs||23|
|Ch. 3||What the Customer Really Wants||87|
|Ch. 4||Measurement Tools That Work||139|
|Ch. 5||Calculating the Cost of Dissatisfied Customers||155|
|Ch. 6||How to Win and Retain Customer Loyalty||181|
|Ch. 7||The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff||221|
|Ch. 8||Building the Customer Satisfaction Team||251|
|Ch. 9||Designing Your Customer Service Strategy||293|
|Ch. 10||Prescriptions for Sustaining Top Customer Satisfaction Ratings||337|